Headline

Director – CX & Customer Operations | $25M ARR Ownership | AI-Powered Support & Retention | SaaS | GenAI | Automation

About

I’m a Director-level Customer Experience & Operations leader with 19+ years of experience building and scaling global support and customer success functions across SaaS, BFSI, Telecom, Retail, and enterprise environments. I specialize in turning customer support into a revenue, retention, and growth engine — not just a cost center and in driving AI-led automation and workflow transformation to reduce support load and improve resolution efficiency. Over the years, I’ve: Owned post-sales operations across portfolios contributing to $25M+ ARR Built and led 100+ member global teams across 24×7 multi-region environments Generated $1.5M+ ARR by launching and scaling premium support offerings Improved CSAT from 84% to 96% and reduced MTTR by 28% through structured governance and automation Reduced support volume by 60% using knowledge systems and workflow optimization My approach combines operational rigor (ITIL, SLA governance, delivery frameworks) with modern AI-driven transformation — leveraging tools like GenAI, automation, and API-driven workflows to improve efficiency, predict issues, and scale intelligently. I work at the intersection of: Customer Success & Retention (NRR, CLV, Expansion) Service Delivery & Reliability AI-Powered CX Transformation MIT-certified in No-Code AI/ML, I actively apply AI to: Automate support workflows Improve resolution speed and accuracy Enable proactive, predictive customer operations I partner closely with Product, Engineering, and Revenue teams to ensure customer experience directly drives business outcomes — not just support metrics. If you’re scaling a SaaS business and want customer experience to drive retention, expansion, and revenue, I’d be glad to connect.

Location

Bengaluru

AI stack

claude code

deepseek

gemini

hugging face

langchain

n8n

Work experience

Director of Services at Giniminds, Nov 2025 - Present · 10 mos, Bangalore Urban, Led enterprise service delivery across BFSI and manufacturing clients, managing 5+ concurrent programs and a $300K+ revenue portfolio Built and scaled a Center of Excellence (CoE) to standardize delivery, enable reusable assets, and improve execution consistency Established structured governance (SteerCo, risk tracking, reporting), improving delivery predictability and stakeholder alignment Improved resource utilization from 40% to 70% and reduced sales cycles from 3 months to under 3 weeks Maintained 95%+ CSAT across enterprise engagements through strong delivery discipline and client alignment

Customer Success Manager, Americas at Monnai, Jan 2025 - Mar 2025 · 3 mos, Bengaluru, Built and led the Customer Success function for the Americas region, owning the post-sales lifecycle across a $1M ARR portfolio Led enterprise onboarding, activation, and lifecycle engagement, improving time-to-value and customer adoption Automated API testing workflows using Postman, reducing validation time from 2 days to under 4 hours Partnered with Product and Engineering to resolve adoption barriers and improve customer outcomes Established structured success frameworks, including onboarding models, engagement plans, and customer health tracking

Health and well-being at Career Break, Jun 2024 - Dec 2024 · 7 mos

Director - Key Account Management at Kapture CX, Jan 2024 - May 2024 · 5 mos, Led strategic management of enterprise accounts across global markets, driving retention, expansion, and revenue realization Built and scaled the Key Account Management function, defining engagement models, success metrics, and account governance Owned executive-level client relationships, aligning product capabilities with customer business outcomes Drove cross-functional collaboration with Product and Engineering to improve adoption, feature alignment, and customer satisfaction Strengthened account growth initiatives, contributing to improved renewals and expansion opportunities

Head of Customer Support at Kapture CX, Apr 2023 - Jan 2024 · 10 mos, Built and scaled the global Customer Support function, leading a team of 30+ engineers across multiple regions Established ITIL-based support frameworks, SLA governance, and incident management protocols to standardize service delivery Reduced support ticket volume by 60% (2000+ → <800/week) through automation, knowledge base optimization, and workflow improvements Improved CSAT from 84% to 96% and reduced MTTR by 28%, strengthening customer experience and service reliability Implemented structured escalation management and performance tracking, improving resolution efficiency and team productivity Partnered closely with Product and Engineering to resolve recurring issues, driving a 25% reduction in inbound support demand

Head - Customer Support at Vymo, Apr 2021 - Apr 2023 · 2 yrs 1 mo, Bangalore Urban, Led global customer support operations across enterprise BFSI clients contributing to $25M+ ARR Built and scaled 24×7 multi-region support operations, improving service reliability and responsiveness Generated $1.5M+ ARR by launching and scaling premium support offerings aligned to enterprise customer needs Improved SLA adherence from 87% to 96%, strengthening service consistency and customer satisfaction Reduced inbound support volume by 25% by partnering with Product and Engineering to eliminate root causes Acted as executive escalation point and trusted advisor for enterprise customers Introduced structured support frameworks aligned to enterprise BFSI requirements, improving reliability and customer trust

Customer Support Manager at Vymo, Jul 2018 - Mar 2021 · 2 yrs 9 mos, Bengaluru Area, India

Education

No Code AI and Machine Learning: Building Data Science Solutions, Artificial Intelligence, Machine Learning, Massachusetts Institute of Technology